Software Support Config Validators

JOB DESCRIPTION – Software Support Config Validators

Who We Are:

Esko is a part of Veralto’s Product Quality & Innovation companies. Esko is a global provider of integrated software and hardware solutions that accelerate the go-to-market process of packaged goods. Our products empower teams to support and manage the packaging design and print processes for brand owners, retailers, pre-media and trade shops, manufacturers, and converters.

Veralto is a global leader in essential technology solutions with annual revenue of nearly $5 billion and a proven track record of solving some of the most complex challenges we face as a society. Our industry-leading companies and globally recognized brands are building on a long-established legacy of innovation and customer trust to create a safer, cleaner, more vibrant future. Veralto is headquartered in Waltham, Mass. with 13 operating companies and 300+ locations worldwide. Our global team of 16,000 associates is committed to making an enduring positive impact on the world and is united by a powerful purpose: Safeguarding the World’s Most Vital Resources™.

Imagine a world where everyone has access to clean water, safe food and medicine, and trusted essential goods. That is the tomorrow Veralto (VLTO) is creating today.

Veralto’s Product Quality & Innovation companies—Esko, Linx, Pantone, Videojet, and X-Rite—help package and protect the world’s food, medicine, and essentials, tracing and authenticating billions of goods that travel the global supply chain every day.

Veralto’s Water Quality companies—Aquatic Informatics, ChemTreat, Hach, McCrometer, OTT HydroMet, Sea-Bird Scientific, Trojan Technologies and XOS—help manage, treat, purify, and protect the global water supply, from municipal and industrial wastewater treatment facilities to lakes, rivers, watersheds, and oceans.

Job Summary:

WITHIN YOUR TEAM:

As a Software Support Config Validator, you are the customer’s hero in time of need! A customer’s advocate internally and an Esko advocate externally, you stand by our customers when they are in need of upgrades, licenses and other support related requirements, ensuring an effortless software support experience.

If you are looking for an opportunity to help colleagues and customers to grow, with access to some of the most experienced packaging industry experts in your own team, then being part of our Esko software experts could be right up your street. We want you to feel part of a brilliant team and a caring organization that values your ideas and input. 

THIS JOB IS A UNIQUE OPPORTUNITY:

Our Software Support Config Validators are an essential part of keeping our customers up and running with our solutions, with their passion and know-how of Esko process and procedures. You will come across situation where customers are looking forward for support on software issues, upgrade licenses, upgrade installation needs and other support tasks which might be on chargeable basis and you bridge this gap by taking care of this part.

Job Description:

WITHIN YOUR ROLE, YOU WILL:

• Be the face and voice of the customer within Esko
• The first point of contact when they call for support.
• Keep the customer informed and updated as you progress in their requests.
• Learn and plug into the latest trends, policies and procedures.
• Be part of a customer-centric team of experts, looking after Subject Matter Experts to enterprise customers
• React to issues and proactively anticipate customer challenges
• Build a trusted partnership with the customer
• Help the customer to continuously get the best value they can from the software.
• Work on providing them with the required upgrade licenses by thoroughly checking their configuration.
• Take the ownership when customers report emergency issues related to licenses.
• Cater to the needs of the support organization when they are in need of a temp license to help our customers.
• Receive incoming support calls from customers, understand the requirement, prioritize and take actions to address the concerns by working as a team with engineer in a timely manner.
• Do the math, and provide our esteemed customers a proposal on services which will be on chargeable basis.

WE ARE LOOKING FOR A PROFESSIONAL WHO IS:

• Good communicator (phone, email, chat)
• Has basic commercial knowledge
• Empathy for other people (colleagues and customers!)
• Proactive to the problem at hand, as well as challenging how we eliminate problems in future!
• Excellent listening skills and ability to understand and interpret customer needs and manage customer expectations.
• Fluency in English
• OK to work in shifts as this is a 24/7 support organization. The shift timings are as follows:
  • First Shift: 06:30AM to 03:30PM IST
  • Second Shift: 02:30PM to 11:30PM IST
  • Night Shift: 10:30PM to 07:30AM IST (next day)
• Willing to work on weekends. As this is a 24/7 support organization, you might get scheduled to work on Saturday AND/OR Sundays. But this will be considered as your workday, and you can take any other two days as your Week-off based on the planning of schedule by your team leader.
• Willing to work in hybrid mode.

YOUR EDUCATION AND BACKGROUND EXPERIENCE WILL INCLUDE:

• Experience in problem solving, and a quick learner.
• Analytical mindset, with a calm, methodical approach to problem solving.
• Direct experience of handling customer communication.
• Has fair idea of Esko softwares (Automation Engine, Imaging Engine, PackProof, ArtiosCAD, ArtPro, ArtPro+, PackEdge, Plato, Cape, DeskPack, i-Cut, Studio, VDP).
• AND/OR formal qualification in Printing Technology

If you’ve read the job description and are worried that you don’t have every box ticked, that’s still OK, you can still drop us a line to talk about why you think you’re just right for this role.

What We Value

We believe that real breakthroughs come from teams that think big and respect each other’s differences – different ideas, different perspectives, and different experiences. We encourage all voices to be heard, both internally as we collaborate and externally as we listen to our customers’ most pressing needs. And we would love to have you on this journey with us! Apply today.

Our Culture

More important than what we do is how we operate together as a team across our global organization. Each of our businesses has a unique local culture which is inspired by variety of perspectives our diverse team members bring to the table. However, Veralto and all our businesses share the same foundation comprised of our values and passion for continuous improvement through the Veralto Enterprise System that enables our teams to bring our unifying purpose to life around the world.

Our Values

• We serve humanity with purpose and integrity.
• We unlock ingenuity for customer success.
• We deliver results as a team.
• We continually improve for enduring impact.

Our offer

• We grow talent; we give you the opportunity to develop your career based on your strengths. ESKO is a career destination for engaged passionate and talented people who are driven to seek innovation, growth, and opportunity.
• A career with ESKO will push you and challenge you, providing growth opportunities and the
• prospects to advance your career.
• If you are a driven high achiever, you will work with committed, like-minded people, giving you the
• support to reach your full potential.
• At Veralto, your potential is amplified. Our culture of continuous improvement defines who we are, drives our success, and translates to a career without limits for our team of curious associates.

Equal Opportunity:

Veralto Corporation and all Veralto Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
If you’ve ever wondered what’s within you, there’s no better time to find out.

Unsolicited Assistance

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at any of the Veralto companies, in any form without a valid, signed search agreement in place for the specific position, approved by Talent Acquisition, will be deemed the sole property of Veralto and its companies. No fee will be paid in the event the candidate is hired by Veralto and its companies because of the unsolicited referral.